December, 2019

How to Bring more prospects through your funnel

Convoso

You want to convert more leads faster. But the rising cost of leads is killing your CPA, which, in turn, is preventing you from bringing more prospects through your funnel. lead generation outbound sales

Guest Blog: Five Tips to Providing a Five Star Experience

ShepHyken

This week we feature an article by Katie Mares who explains how any business or organization can provide its customers with a five-star experience. The best way I can describe ‘customer service’ is by using the word transaction.

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Leading a Service Culture

Contact Center Pipeline

Businesses are entering a new age of leadership. Ivory towers are crumbling across the country. The days of executives being disconnected from their customers, employees and the everyday activities of the workplace are drawing to an end.

The Contact Center Workforce Manager Skills Series

The Call Center School

Part 3: Intraday Management Skills. If you’ve been following along in this series you know the skills required to produce an accurate forecast and optimized schedules , but without effective intraday management your efforts towards these first two steps of the WFM process will be lost.

A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Successful Call Center Agents Share This Personality Type

TechSee

The contact center agent’s job is getting harder. The ongoing shift to self-service has brought about many positive changes to the customer service field. Call volumes in many contact centers are down along with the cost to serve.

More Trending

5 Comebacks for the Customer Who Tries to Intimidate You

Myra Golden Media

Some people use bait tactics to try to get what they want. They’ll say something just to get you to react. They’re trying to take your power so that they’re in control. A lot of the time, when a customer uses profanity or yells, they’re baiting you.

What is Proactive Customer Service and How to Implement It?

ProProfs Blog

“Instead of focusing on the competition, focus on the customer,” Scott Cook. With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies.

Key Contact Center Trends to Watch for in 2020

Upstream Works

There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon.

Guest Blog: How to Provide Fast and Personal Customer Support in a World that Cannot Wait

ShepHyken

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

The Importance of Customer Feedback for the Food Industry

GetFeedback

Having a great restaurant and serving great food at competitive prices is no longer enough. Your customers want more, so you need to meet and exceed their expectations. Without that, you’ll struggle to earn their loyalty, deal with a bad reputation, and you’ll eventually lose them.

What is Employee Experience? Definition & Best Practices

Callminer

Most business invest time, effort and scrutiny on the customer experience. However, its internal equivalent – the employee experience – receives far less attention than it deserves in many organizations.

Call Center Statistics You Should Know

Callminer

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous.

Why The Intensity of Customer Emotions is Crucial to Your Customer Loyalty

Beyond Philosophy

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

BPO is an asset and not a liability

Ansafone

Due to many factors, businesses have become extremely competitive. To compete, you must be efficient and have the correct technology in place. This is where having a company that specializes in BPO can be an asset to your business.

It’s Time to Get More Out of Data

Contact Center Pipeline

Contact Centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully utilized to benefit the company, customers or agents.

How to Prove the ROI of Customer Satisfaction (CSAT)

GetFeedback

What if the return on your investment is even beyond what you were hoping? Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers.

Prediction: The 3 Biggest Customer Experience Game Changers of the Next Decade

Customers That Stick

Last week we took a look at the three biggest customer experience game changers of the past decade, the 2010s; now, we’re going to look into our crystal ball and I’m going to try to predict what the three biggest customer experience game changers of the next decade, the 2020s, will be.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Utility Customer Experience: Why Suppliers Need to Make it Effortless

TechSee

The customer service game has changed for energy, gas and water companies. When customers contact them to pay a bill, check their usage levels or report an outage, they demand personalized, streamlined and convenient interactions.

Guest Blog: Winning Tactics for CX Vendor Selection

ShepHyken

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives.

APIs 221

4 Things Your Support Team Should Do In Chat

Myra Golden Media

I’ve designed start-up chat support for banks, libraries, consulting companies, medical practices, and contact centers. When I set up a chat platform for my clients, I have two goals. First, I want to deliver a fast and complete support experience.

Contact Centre Predictions for 2020

Callminer

Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Although his prediction was not completely accurate, there has been a significant move in that direction.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

7 Questions That Reveal Whether Your Company is Committed to CX

Beyond Philosophy

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies.

Connection Rate vs Contact Rate

Convoso

CONNECTION RATE VS CONTACT RATE – WHAT’S THE DIFFERENCE, AND WHY DOES IT MATTER FOR YOUR OUTBOUND CALL CENTER? Whether you’re a call center manager, owner, admin, or analyst, you may be using the terms “Contact Rate” and “Connection Rate” interchangeably. Many people do.

Take a Bow… Receive a Round of Applause!

Contact Center Pipeline

The expression “take a bow” is defined by the Merriam-Webster Dictionary as “to bow toward an audience that is applauding. It is often used figuratively to say that someone deserves to be praised.”

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20 Ways To Create An Amazing Customer Service Experience In 2020 (Part One)

ShepHyken

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics.

3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.